CAPITAL ONE FINANCIAL CORPORATION

2016-09-14

Biggs Park, NC

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-14

Brooklyn, NY

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-14

Youngsville, NC

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-09-14

Buck, PA

Credit decision / Underwriting

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-14

Bon Air, VA

Payoff process

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-14

Amherst, NY

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt is not mine
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-14

Lacey, WA

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-14

N Hollywood, CA

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-14

Harsens Is, MI

Credit determination

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-14

Aloha, OR

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: Capital one added on {$190.00} dollars to my balance and has raised my payment from XXXX to XXXX with no explanation at all they have received my payments. They refused to set me up an online account so I can have digital copy 's in order to extort an extra XXXX a month in unjustifiable fee 's. Their intention is to get me to default on my loan which makes no sense.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-14

Cordova, TN

Managing, opening, or closing account

Prepaid card: General purpose card

Complaint: I 'm supposed to receive XXXX visa cards of {$12.00} each as a mail-in rebate for my purchase at Kohl 's during thanks giving last year. However I received only XXXX and i have been following up with Kohl 's customer support multiple times ( in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ). Every time I call them, I 'm told that the XXXX card has been dispatched again and I will have to wait for another 20days to receive it, which I never received. They dont give me a choice to speak to someone senior in the department to resolve this issue. I have screen shots of all chat conversations with the support
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-14

NJ

Billing disputes

Credit card:

Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : XXXX I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-09-14

Palos Park, IL

Billing disputes

Credit card:

Complaint: I recently missed a payment with Capital One in XXXX and XXXX 2016. I began receiving harassing calls at my place of employment regarding the missed payments. I agreed to setup a payment with Capital One and discovered my account was restricted due to alleged fraudulent activity on my account. I spoke with several agents that were unable assist in helping to explain this issue. I spoke with a supervisor XXXX XXXX on XXXX XXXX, 2016 regarding the fraudulent issue surrounding my account and was advised to provide documentation regarding a suspicious address change XXXX XXXX, 2016. I have n't reported any suspicious activity on my account I just missed XXXX payments on my account. I have n't requested to change my address on my account. I have n't had any issues until now that I have missed XXXX payments but, my account has had perfect payment history including an increase of my limit on my account prior to XXXX 2016 before I missed those payments in XXXX and XXXX. Why is my account restricted? Why is it that your supervisor that is paid to provide answers and represent your company in a professional manner ... .CANT! I 've always made my payments online via my checking account info which verifies who I am ... or over the phone. I do n't understand. My contact phone number may be outdated on file because my number has changed but, my address remains the same. I can provide a recent statement delivered to my current address. I have verified my info with several agents, my account was verified at my initial setup when I was approved for my account over a year ago, I receive statements at my current address and calls at my place of employment so, why is my account restricted?? but, XXXX refused to provide a Customer Relations Mgr 's contact information or provide an opportunity for me to address my concerns in writing ; he also refused to provide any information detailing this alleged fraudulent activity. I 'm disgusted that as your customer I 'm being treated like a criminal and being refused access to the account I am liable for and that is still currently being reported to my credit report on a monthly basis. I am uncomfortable with forwarding my SS card, ID and other personal information to Capital One when they ca n't ensure that my account or my information is SAFE or provide me with any explainations as to what is happening with my account besides that " my address was changed to a suspicious address '' without my consent but, I have to forward info ... .although I have n't reported any suspicious activity with my account ... ..why was my account singled out?? I need some answers.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-14

NJ

Billing disputes

Credit card:

Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : 60 days past due as of XXXX XXXX 30 days past due as of XXXX XXXX I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-14

Georgetown, IN

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I 've had my car for almost 2 years and I have had nothing but problems with capital one auto. I am behind on my payments due to job loss and I have repeatedly asked for payments to be put on the back to help me catch up. I was told in XXXX XXXX if I paid {$130.00} by XXXX XXXX XXXX past due payments would be put on the back, I paid on XXXX/XXXX/XXXX {$130.00}, payments were never put on the back. I made a payment of {$390.00} on XXXX/XXXX/XXXX and a payment for {$400.00} on XXXX/XXXX/XXXX. I am called up to a dozen times a week, several times a day by capital threatening if I do n't give my bank account information they will come and get my car. I have a 12 day grace period from the time my payment is due on the XXXX of the month to pay my payment, which now Capital one auto says is only 10days and only for late fee assessment. I was told today that my payments were 78 days past due when I asked how that was possible, I was told we do n't count the grace period that 's only for late fees to be assessed. Capital one refuses to send me any kind of proof that my car will be repo within a certain time instead I was told to call back on XXXX/XXXX/XXXX to speak to the repo department. I called back XXXX/XXXX/XXXX to speak to the repo department to see what the procedure was and was told I could n't speak to them until I was sent to them. I do n't believe there is such a department and they are just making empty threats trying to get my bank information. I was told was told by several Capital one auto reps that the account had to be over 108 days past due for repossession occur and as of today I am supposedly at 78 days, but if I do n't give bank information today they will start that process on the XXXX. I am not trying to avoid making payments I am trying to catch up but capital one will not assist only make threats and policy changes every time I ask for a supervisor, which I have never been transferred to yet. Supposedly today XXXX/XXXX/XXXX I was transferred to the office of the president but I do n't believe I was ever transferred, the person I spoke to only wanted to send me to someone else who was another rep, I hung up. I submitted a complaint to the XXXX and received a response from Capital one office of the president which contains falsified documents that I never received and have payment proof that what they were saying is false. I was never provided a copy of my loan policy the only thing I was given was the bill of sale which Capital one auto says is my policy from the dealership I purchased the car from. I only receive payment statements every 3 months or so, which I have addressed for nearly 2 years with Capital one auto. I checked my credit on XXXX/XXXX/XXXX to find they had reported I was more than 90 days past due for {$810.00} which according to their own records does n't add up. I have no idea what is past due and how long because Capital one auto refuses to send me any paperwork proof I have requested numerous times since XXXX XXXX. I even requested the proof in 2 separate XXXX complaints only to be provided with payment statements from XXXX and default letter from XXXX which I never received in the mail, and neither have anything to do with this issue. My account balance has never went down in nearly 2 years instead it stays near the purchase amount for the car. I have asked for proof where my payments are going only to be provided with a statement through the XXXX complaint that has payments missing and incorrect payment amounts. I have asked numerous times for calls placed to and from Capital one auto to be reviewed and was told they had and called a liar.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-14

MT

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: Capital One loan is for a recreational vehicle which we 've been making payments on for approximately 8 years. For all of those years, we have made a monthly payment of {$99.00}. The loan began as a fixed rate, but recently, in the past 6 months, additional fees have been added, we 're now told that the loan is variable rate. Every month for the past 5 months, we 've had to write or call customer service and get charges removed. We 've also been charged late fees when the payment was not late. We 've been told that the payment must be made BY A CERTAIN TIME on the due date or it 's considered late.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-14

Lewisville, TX

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: XX/XX/2010, I financed a used vehicle with Capital One Auto Finance. The original amount financed was about {$23000.00} with a monthly payment of {$530.00}. I have paid on the account since 2010 and the balance is currently reported at about {$2600.00} after over 6 years. I noticed when reviewing my account that they are applying about 50 % of my payments towards interest despite the fact that my interest rate is about 18 %! For instance, when making a {$530.00} payment ; the report says that about {$400.00} is applied to principal and {$100.00} applied to interest! This practice has gone on for as far back as I am able to view online. There is absolutely no way that this is accurate! They have also reportedly lowered and raised the balance after credit disputes. Their practices are absolutely dishonest and I will be contacting an attorney for review in the next week. I am greatly disturbed by this company and its practices. I then called because the website would not work to get me 4 extra months or even 3 months to add to an auto loan so I called customer service, she was rude and very knowledgeable, keep putting me on hold because she did n't have the answers to my questions. I then received a call from a lady from Capital One Finance office and she said that I would have to pay at least XXXX by XXXX XXXX for them to even consider allowing me to get extra months added to my loan. For my loan to be considered paid in full all I owe is XXXX which is about 4 payments at the regular rate.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-13

Marina Del Rey, CA

Using a debit or ATM card

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-13

Boulder Hill, IL

Incorrect information on credit report

Credit reporting:

Account status
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-13

Boynton Beach, FL

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-13

Hauser, ID

Billing disputes

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-09-13

Milwaukee, WI

Credit line increase/decrease

Credit card:

Complaint: We were on vacation out of the country for two months. We paid the credit card company in advance for expenses that would occur while we were gone. I arranged this and notified the Capitol one visa card in advance. While were were gone they sent a check for the positive balance we had for the second month while we were gone. When we returned home I sent them XXXX checks. I confirmed they received XXXX check. The other they stated they did not have. They told me to contact my bank and put a stop payment on the check. I did that. I requested a raise in the credit card limit. They sent me a letter stating they could not raise my credit limit due to a stop payment. I tried to explain with no resolve. I must admit I lost my cool with them during this discussion. They told me they raised my credit limit a few weeks prior. I asked them why no notification? They did not raise it, this was a lie. I told them we have excellent credit rating and I did not want them tampering with it due to all there errors. Our error was paying in advance in good faith. I would suggest to others to use great caution dealing with this company. I should be noted that prior to this conversation they awarded us XXXX air miles for the hours we spent on the phone with them.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-13

Discovery Bay, CA

Closing/Cancelling account

Credit card:

Complaint: I was at a store attempting to use one of my Capital One cards and the card declined. So I tried to use another and the same thing happened. When I called the number on the back of the card they told me my cards was temporally restricted for possible fraud and I needed to submit my personal photo ID and social security card to them. I asked why but the gentleman could not explain the reasoning. I 've been a loyal capital one card holder for over 7 years. I 've always kept my balance low and have NEVER missed a payment. I also never had any misuse or fraud on the cards. The next day when I called back to find out where do I submit my ID & SS card, I was told I needed to provide an ID and SS card for every person who I ever had on my account as an authorized user. I asked why and once again I was told it could be possible fraud and I asked who would cause a fraud concern since I am the ONLY person who has/had a card for the XXXX accounts. I make the payments every single month, sometimes twice a month from my business or personal checking account. I asked again how can my account be flagged for possible fraud? I was told that information could not be given to me or what the real issue was. I was given a list of names that I needed the information for. I reinstated that NONE of the authorized users have access to the accounts. They never had their own card! I let the gentleman know that I own a business and I sometimes add clients onto my account as an authorized user in order to help them establish credit. The Cap One rep said that was fine. So, for the next 3 days I uploaded everyone 's ID and Social Security cards as I collected them. Once the last person 's information was uploaded, I called Capital One to confirm the next step. I was told a representative tried calling the day before and they chose to close ALL XXXX of my accounts. I stated I never received a call from CAP ONE or a voicemail. I asked to be connected the department that called me and the lady said they do n't take calls. I asked to be connected to a manager and she said there is nothing a manager can do, the accounts are closed and will not be reopened. Her last words was that a letter will be mailed out to me and hung up the phone. Why would they close my accounts on day 2 before I finished uploading the documents? This is a huge problem for me. Like I mentioned I have been a very good loyal card holder. I have never been late in the history of these accounts or any others. I keep low balances on ALL my cards. XXXX card is for business purposes only. I buy business supplied and reoccurring business charges are linked to that card. The main problem is I am in the process of purchasing a house. I received a pre- approval letter already. When Capital One closed XXXX accounts my credit score dropped tremendously!!!!! Those closed accounts lessened my buying power by making my credit utilization skyrocket up and showing a balance owed on all XXXX accounts with XXXX credit available.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-09-13

Bohemia, NY

Billing disputes

Credit card:

Complaint: I was shocked when I reviewed my credit report and found late payment on the dates below : 30 days past due as of XXXX 2016 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-09-13

Barrett Parkway, GA

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: No Timely Response